What is speech analytics?
Speech analytics is a technology that automatically analyzes the content of phone conversations. It identifies key words, phrases, and customer sentiment, and generates ready-made reports. This helps businesses quickly assess the quality of managers’ performance, understand customer needs, and identify key trends in conversations.
Benefits of integrating speech analytics into NetHunt CRM
Integrating speech analytics with NetHunt CRM enables you to:
Automatically capture important information. Instead of manual data entry, the system automatically extracts key moments from conversations and saves them into the relevant fields of the customer profile.
Improve operational efficiency. Managers can quickly find the information they need without replaying entire calls. This saves time and allows them to focus on communicating with customers.
Enhance service quality. Customer sentiment analysis helps teams respond faster to negative feedback and improve the overall sales experience.
Step-by-step setup guide
Connecting telephony with speech analytics support
Make sure your telephony system (for example, Aircall, Ringostat, UniTalk) supports speech analytics functionality.
How to configure webhooks in your telephony system
Webhooks are a mechanism that allows systems to exchange information automatically. In this case, they are used to send analytics data from your telephony system to NetHunt CRM.
In your telephony settings, find the “Integrations”, “Webhooks” section, or contact your telephony provider’s support team for assistance.
In NetHunt CRM, go to Workflows and create a new Workflow automation with the trigger “Webhook event occurred.”
Copy the webhook URL from NetHunt CRM and paste it into the corresponding field in your telephony system settings.
Setting up Workflow automation in NetHunt CRM
Your telephony system will send data fields into the existing automation, where they can be used for further work and processing.
First, we need to locate the exact record to which this analytics should be added. The telephony system provides the customer’s phone number. After the webhook trigger, add a “Create new record” step and specify only the phone number (note that the phone number field name may differ depending on the telephony system).
Next, add the “Leave a comment” action and transfer this value to the customer card’s timeline.
Here, you can easily configure the creation of a comment on the timeline:
Add the “End” step and activate it:
From now on, all calls with speech analytics will be recorded in the customer’s activity history:
Congratulations! Speech analytics is now configured, and you can save this information directly in your customer profiles.
Haven’t found the answers you’re looking for? Ask our Users Community.